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Manage access using Unified Service Desk configuration

 

Updated: November 29, 2016

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

Unified Service Desk configuration is a great way to filter things that you want your agents to see without having to manage their security roles. Agents can see only those Unified Service Desk components in the Unified Service Desk client application that are added in a configuration assigned to them.

You can add the following Unified Service Desk components in a configuration:

  • Action calls

  • Agent scripts

  • Entity searches

  • Events

  • Forms

  • Hosted controls

  • Options

  • Scriptlets

  • Session information

  • Toolbar

  • Window navigation rule

  1. Sign in to Microsoft Dynamics 365.

  2. On the nav bar, click Microsoft Dynamics 365, and then select Settings.

  3. Click Settings > Unified Service Desk > Configuration.

  4. On the configuration page, click New.

  5. On the New Configuration page, type the name of the configuration, and then click Save.

  6. After the new configuration is saved, on the nav bar, click the down arrow next to the configuration name. This shows the components that can be added to a configuration.

    Menu with components added to configuration
  7. Click a component to add it. The entity search page for the corresponding component appears. Click Add Existing > <Component Name> to search for the existing records. For example, if you selected Action Calls, click Add Existing Action Call on the entity search page.

  8. Type the name of the component in the search box, and then press ENTER or click the search button. If a record doesn’t exist, click New in the search results box to create an instance of the component you want to add.

    Add existing component record
  9. Repeat this with other components you want to add to the configuration.

  10. After you have added the components, click the Save button Auto save button to save the configuration.

    System_CAPS_importantImportant

    If no hosted controls are added to a configuration, or if certain hosted controls are not added, such as the Panel Layout, Global Manager, and Connection Manager hosted controls, assigned users may see a blank Unified Service Desk client application window. For more information about how to create a sample configuration, see MSDN: Walkthrough 1: Build a simple agent application.

You can set a Configuration as the default configuration by using the Is Default attribute of the Configuration record. Then, any user not assigned to a Configuration will have only the Unified Service Desk components associated with the default configuration cached when they sign in to the Unified Service Desk client.

Set a configuration as the default

  1. Sign in to Microsoft Dynamics 365.

  2. On the nav bar, click Main > Settings > Unified Service Desk.

  3. Click Configuration.

  4. In the Active Configuration list, select for the configuration record you want to make the default.

  5. Choose Set As Default from the actions menu.

When you associate an Audit & Diagnostics record with a configuration, only the auditing and diagnostics events specified in the Audit & Diagnostics record are logged, and only for users who are assigned to the configuration. The following procedure describes how to associate an existing Audit & Diagnostics record with a configuration. For information about how to create an Audit & Diagnostics record, see Configure auditing and diagnostics in Unified Service Desk.

  1. Sign in to Microsoft Dynamics 365.

  2. On the nav bar, click Main > Settings > Unified Service Desk.

  3. Click Configuration.

  4. In the configuration list, select the configuration record you want to add an Audit & Diagnostic record for.

  5. Next to Audit & Diagnostic Settings, type the name of the Audit & Diagnostic record in the search box, and then press ENTER or click the search button.

  6. After you add the Audit & Diagnostics record, click the Save button Auto save button to save the configuration.

After you create a Unified Service Desk configuration, you can assign users to it. The users assigned to a configuration can only access components in the Unified Service Desk client application that are added to the configuration.

  1. Sign in to Microsoft Dynamics 365.

  2. On the nav bar, click Microsoft Dynamics 365, and then select Settings.

  3. Click Settings > Unified Service Desk > Configuration.

  4. On the configuration page, search for the required configuration record.

  5. To open a configuration definition, either click the configuration name, or select the record, and then click Edit. This opens the configuration definition.

  6. On the nav bar, click the down arrow next to the configuration name, and then click Assigned Users.

    Navigation to assign users to a configuration
  7. On the next page, you can either assign the configuration to an existing user, or create a new user and assign the configuration to it.

  8. Type the name of the required user in the search box, and then press ENTER or click the search button.

  9. Click the names of the required users to add them to the configuration. Click the Save button Auto save button to save your changes.

    If you click the user name under the Name column, the user record opens, and you can see that the Unified Service Desk configuration is assigned to the user in the USD Configuration field.

    USD configuration assigned to a user

A user can only be assigned to one Configuration. To assign a user to a different Configuration, you must first remove the existing Configuration.

Remove a user from a Configuration

  1. Open the User form for the agent who you want to remove from a Configuration. One way you can do this is through Settings > Security > Users.

  2. On the user form, click the USD Configuration.

  3. Press the Delete key to remove the Configuration, and then save the form.

You can copy a Configuration by cloning it. This lets you quickly copy an existing configuration and corresponding relationships to use for a different Configuration. Because a user can only belong to a single configuration, any users associated with configuration will not be associated with the cloned configuration.

Clone a configuration

  1. Sign in to Microsoft Dynamics 365.

  2. On the nav bar, click Microsoft Dynamics 365, and then select Settings.

  3. Click Settings > Unified Service Desk > Configuration.

  4. In the configuration list, select for the configuration record you want to clone.

  5. Choose Clone on the actions menu, and when prompted, click Clone.

Unified Service Desk 2.0

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